Our two latest teammate management features help you better manage your teammates. From the Teammates page you can now export a CSV of all your teammates. Additionally, the new SCIM API allows for automated teammate provisioning.

To get started, visit our help center.

The real-time dashboard in the Inbox helps you better manage your day-to-day support operations so you can lead high-performing, productive teams. Monitor your current support volume, key KPIs like wait time, and team capacity so you can make adjustments in real time and allocate resources effectively.

To learn more, visit our help center.

In the Resolution Bot behaviors editor you can set up new handover processes to better route chatbot conversations to the correct team or individual. You can collect additional details & information, manage your customers expectations, and ensure their conversation is routed correctly.

Here are some of the newest apps in our app store. 🎉

Deliver seamless omnichannel support

WhatsApp - Route private messages from WhatsApp into your Intercom inbox — keeping all of your customer communications in one place — to give your customers the convenience they want without sacrificing teammate efficiency or reporting capabilities.

Yodel.io Phone System - Yodel is a business phone and text message solution for teams. The new integration lets you connect your phone line to your Intercom account to better engage with customers and prospects at the right time.

Easily collect and synthesize customer feedback

Delighted - Quickly gather and act on key customer feedback using Delighted's new integration with Intercom. The bidirectional connection lets you keep data in sync, trigger Delighted surveys based on customers entering Intercom segments, or use Delighted data to create more targeted campaigns in Intercom.

Zonka Feedback - Improve customer retention, LTV, and engagement by capturing NPS, CES, CSAT, and product feedback in real-time using the Zonka integration for Intercom.

Prodcamp - Build better products and turn customer feedback into revenue and operational efficiency using Intercom and ProdCamp. Easily collect feedback during a conversation, or enable customers to upvote features in the Messenger Home screen.

shipit - Convert feedback into product roadmap initiatives by capturing and categorizing customer insights from your conversations in Intercom. You can also create quarterly OKRs, prioritize and vote on items, automatically generate product requirements documents, and create epics in Jira.

Automatically keep data in sync

Import - Accurately migrate data from CSV files or another help desk into Intercom - without needing specialized training or professional services - from a single dashboard automatically.

Polytomic - Quickly sync and enrich your Intercom user and lead profiles with any data you want from app databases, data warehouses, or spreadsheets in minutes (and with no code required).

Check out the Intercom App Store!

Apps improve your customers' experience and team's efficiency — enabling actions in the Messenger and the Inbox, keeping data in sync across your tech stack, and triggering workflows in other tools.

Explore these and the 300+ other apps available in the Intercom App Store! 🍻

You can now automatically insert any Messenger app to close conversations with leads or users instead of the standard Intercom Customer Satisfaction (CSAT) application. This added control gives you more ways to customize how conversations end to provide better customer experiences, generate more leads, and close deals faster! 🚀

To customize your workflows:

1. Navigate to the Operator > Task Bots > For Users / For Leads area.
2. Go to the “Ask for conversation rating” section.
3. Click “Use your own app when closing conversations.”
4. Choose one from the list of installed applications, or explore the Intercom App Store to install a new app to use.

More information is available in our help docs, but here is some inspiration to get you started! 🙌

Book more meetings with prospective customers by triggering scheduling apps - like Calendly, Google Calendar, and Chili Piper - as soon as conversations close.

Track your team’s performance by automatically sending NPS surveys after support conversations using apps like InMoment, Delighted, Survicate, AskNicely, and more.

Generate more leads by automatically prompting visitors to subscribe to your newsletter or complete a form using apps like Mailchimp, HubSpot, Typeform, and more.

Give your customers a convenient way to reach you on WhatsApp – a channel they already know and love. Your team can handle conversations from WhatsApp directly in your Inbox, with the same rules and processes that help them stay efficient in Intercom today.

Your customers can also seamlessly move conversations started in the Messenger to WhatsApp if it’s their preferred channel for replies. And with reporting, you can see how WhatsApp compares to your other channels to help you optimize your omnichannel support.

Check out the app store to learn more, or visit our help center.

You can now build paths in Answers in Resolution Bot to allow more complicated questions to be self-served, increasing your self-serve rate and customer satisfaction. With guided paths in Answers, your customers can answer more of their questions on their own, creating less friction with the automated support experience and freeing up teammate’s time to work on more complex problems.

Introducing our latest Product Tour enhancements that help you drive more engagement of your tours by giving you more flexibility over the user experience. New features include:

• Allow users to snooze a tour so they can take it at a time that works best for them
• Allow users to restart a tour from the beginning, so they can take the tour again
• Customize the size and position of your pointer steps to ensure that the tour content is optimized for easy viewing
• Match your tours to the look and feel of your app with customizable button text and colors

...plus more!

To learn more, check out this article.

With the new Conversational Support Funnel report, you can see how proactive, self-serve, and human support are performing for your business so you can understand exactly where to invest your resources for maximum impact. With this new report, you can:

• Gain an all up view of how the funnel is performing to quickly see which support methods are resolving the most queries and delivering the biggest return on investment.
• Find out where you should invest your resources based on which parts of the funnel or specific channels are the highest performing.
• See how your current performance compares to the past so you can spot whether key metrics are trending in the right direction or if a specific part of the funnel needs attention.

To learn more about this new report, visit our help center.

Now you can see the average time teammates spend working on conversations to help you better understand performance and plan capacity and staffing needs. These new handling time metrics are in the team performance report and custom reports.

Visit our help center to learn more about how handling time is defined in the team performance report and custom reports.